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We aim to provide a high quality service at all times, but occasionally mistakes do happen. If for any reason you are unhappy with our service, we would like you to tell us, so that we can try to put things right. We can usually resolve most issues quickly.

You can contact us at:

In order to resolve your complaint, it would be helpful to us if you could:

  • set out the details of your complaint, and how you would like us to resolve it.
  • provide your policy number and if applicable, the claim number.
  • let us know if you want us to call you or if you would prefer we respond by post or email.

We aim to respond to all complaints within 5 working days and we may be required to issue a final response to you in writing. Complex cases may take longer to resolve, but we will keep you updated with progress.

In the event we are unable to resolve your complaint with us and we have issued you with our final response, you may be able to approach the insurance ombudsman (independent accident insurance arbitrator) or FINMA.

  • Swiss Financial Market Supervisory Authority FINMA
    Laupenstrasse 27
    3003 Berne
    Telephone: +41 (0)31 327 91 00